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Remove user from organization but not customers

Antonio E

I have tried doing all I can however, if I remove the user from the organization

And later send and invitation to the recently removed user from the Add customer

The user is added to the organization once again. However I have been unsuccessful in this. Yes I am clicking on Add and Ok. If not the user would not appear back in the org.

Any help is appreciated.

Accepted answers

All comments

Marc -Devoteam-

Hi @Antonio E

Welcome to the community.

Inviting user to be a customer on a JSM portal, will add the to your Atlassian instance.

These users, just don't have access to any product, as they are not granted a license.

Walter Buggenhout

Hi @Antonio E and welcome to the Community!

I am making assumptions here, but I have the impression that you are mixing up 2 different organization concepts here. The one in your first screenshot is about the administration of your Atlassian site and all its products (like Jira, Jira Service Management, Confluence), while the second seems related to permissions in a Jira Service Management project.

If you want to remove a customer from an organization in a service project, follow the steps described in this support article.

If my assumptions about what you are trying to do are not right, can you provide more details about what you are trying to do exactly?

Hope this helps!

Antonio E

I guess my main confusion here is that I have users that are not displayed as a user within the organization.

Additionally, I did not start the project so I'm attempting to do some cleanup and thus removing a user that should not be part of the organization but should still be a customer to our JSM.

Antonio E

Thanks!

To clarify here, I'm attempting to cleanup the users registered within the organization. However my assumption is that because the user had it's email already registered as a user of the organization when I send an invite for them to be a Customer to our JSM it adds them back into our Organization, which is something I do not want.

Walter Buggenhout

I think that - as @Marc -Devoteam- explained, your confusion may be with the terminology of the "Organization" mainly.

When someone creates an environment with Atlassian products in it, this also creates an (Atlassian Organization), which is the body that holds all Atlassian products (and users) in there.

And so, when you invite a user to work in one of your Atlassian products, that user is also added to your (Atlassian) organization. As @Marc -Devoteam- also explained, for most features, users need a product license and for some, they don't - service desk customers are such an example. Nevertheless, you will still see them as user belonging to your Atlassian Organisation. They are members - with a specific role and certain permissions to use some of the tools you are making available for them.

The only thing I can still add (and that is also what my original answer was referring to), is that there is an additional organisation concept specific to Jira Service Management. This is designed specifically for JSM customers belonging to the same company or team (and this may be external to your own company) to share JSM tickets with each other. That does not seem to be the organisation you are referring to here.

Antonio E

Thank you for your follow up,

I do understand the terminology. My confusion remains, as I replied to @Marc -Devoteam- I have customers that do not appear within the User Management but still have access to our JSM due to them being added to their Customer Group

The above image lists the current members of the Organization, which are more than I want there, but much less than the total amount of those with access to our restricted JSM Portal.

Marc -Devoteam-

Hi @Antonio E

As @Walter Buggenhout explained in his last comment org membership does not equal active product user.

If you would verify a companies domain with Atlassian, you could (dependent the setup parameters), sync every user to Atlassian to enable SSO.

This would still not mean that these users would have product access, but if granted, do have the customer access on an JSM portal.

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